Specialty Care Coordinator
Avella Specialty Pharmacy - Phoenix, AZ

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POSITION SUMMARY
This position has the primary responsibility of working closely with patients and their prescribing physician to ensure they receive all of their specialty medications when needed. This position requires superior customer service skills, the ability to build credible relationships and the ability to remain objective under stressful situations. The position also requires excellent communication skills, critical thinking and problem solving techniques, and a working knowledge of the online prescription benefit adjudication process. This position will manage an ongoing patient case load using organizational and follow up skills.
SUPERVISORY RESPONSIBILITIES
None
ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Call patient upon receipt of their prescription order or price quote request
  • Verify patient insurance benefits to minimize patient cost
  • Enters new prescription orders and refills into HBS (Pharmacy Software Program)
  • Quote prices based on insurance co-pays, discount programs, or retail cash price
  • Discuss details and benefits of discount programs/coupons
  • Obtain prior authorizations as needed
  • Verify start date of medication
  • Verify “ship to” patient address
  • Obtain email address for tracking # and discount programs
  • Gather pertinent payment information
  • Schedule a ship date and preferred method (overnight/2nd day, etc.)
  • Inquire if patient has any questions for a licensed pharmacist
  • Alert the Customer Service Supervisor and/or Director of Mail Order operations if/when issues of concern arise or complaints are received
  • Building credible working relationship Clinical Specialists, National Sales Reps, Product Fulfillment Supervisor
  • Direct ongoing working relationships with patients

KNOWLEDGE, SKILLS AND ABILITIES

  • Superior Customer Service and Communication skills
  • Ability to work well under pressure in a fast paced working environment
  • Ability to prioritize with little supervision, multi-mask and meet deadlines
  • Strong data entry skills
  • Ability to work effectively and efficiently as individual or in a team environment
  • Excellent attendance and punctuality

EDUCATION AND/OR EXPERIENCE

  • High School diploma or equivalent
  • 2 + years Call Center experience
  • Bilingual (English/Spanish) strongly preferred

CERTIFICATIONS, LICENSES, AND REGISTRATIONS

  • Certified and licensed pharmacy technician preferred
  • A minimum of a Technician in Training license required

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment are characteristic of those found in a typical mail order facility. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

JOB DESCRIPTION STATUS
The duties and responsibilities listed in this job description are illustrative ones anticipated for this position. Other duties and responsibilities may be assigned, as required. Avella reserves the right to amend or change this job description to meet the needs of the program. This job description and any attachments do not constitute or represent a contract.

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